Domestic Customer Experience Coordinator
At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you're part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!
The Domestic Customer Experience Coordinator - Retail Segment is responsible for providing the best possible experience for customers shipping with CN. The incumbent liaises with various departments in Intermodal to coordinate the movement of shipments while meeting service expectations.
Main Responsibilities
Customer Experience Coordination - 50%
Coordinate movement of shipments from origin to destination to meet customers' needs
Place orders, bill and track shipments, appoint shipments for delivery, and troubleshoot shipment issues
Evaluate and coordinate the logistical task requirements associated with the handling of rail shipments for retail customers
Develop and communicate plans to be used for internal execution purposes
Interact with CN dispatch and customers on a daily basis
Monitor and track shipments including verification of status, following up on delays, potential impacts to delivery appointments
Track shipments that have been retained at customer sites longer than specified allowance, following up with customer detention as required
Toll-Free Line and General Customer Experience Coordination - 25%
Answer calls from general customer 866 experience line
Check for proactive issue resolution
Internal Liaison - 25%
Act as internal support for any customer issues that occur affecting other groups in Intermodal including appointment rescheduling, pick-up and delivery issues, shipment holds, invoice disputes and reporting
Working Conditions
The role has standard working conditions in an office environment with a 5 day work week. The incumbent must be available to work varying shifts, including weekends and stat holidays, based on company requirements.
Requirements
Experience
Logistic Processes
Between 1 to 3 years experience in logistics processes related to Intermodal Markets
Rail and truck experience
*Any experience for these above would be considered as an asset
Education/Certification/Designation
Post Secondary Diploma*
*Any designation for these above would be considered as an asset
Competencies
Inspires others with impactful communications and adapts to the audience
Collaborates with key internal stakeholders to enable higher productivity
Cultivates customer relationships to proactively support their business supply chain needs or those that support them
Applies analytical thinking to make recommendations that pursue sustainable performance
Makes informed and timely decisions to get things done
Deals with pressure and change by staying calm to quickly adapt to changes
Is agile in responding to the rapid evolution of the industry and of technology
Ability to work independently
Technical Skills/Knowledge
Knowledge of Microsoft Office (Outlook and Excel)
Ability to learn and manipulate CN internal systems (Pegasus, Service Reliability System (SRS), Real Time Business Intelligence (RTBI), CN One, Pure Connect (CIC), Intermodal Retail Shipment Monitoring (IRSM)
Understand CN network and the different facets of moving intermodal traffic
General knowledge of other retail accounts for back up coverage
Organizational Impact
Decision Making & Impacts
The Domestic Customer Experience Coordinator determines when pickup and delivery appointments are made for each shipment based on driver availability, train estimated time of arrival (ETA), equipment availability and others. The role ensures that every element is considered prior to making an appointment.
Level of Interaction/Influence
The Domestic Customer Experience Coordinator interacts with individuals internal and external to CN. Within the organization, the incumbent liaises with various internal departments including Asset Team, Reservation Team, Marketing, Account Managers, Optional Services and Revenues, Retail Logistics Team, Waybill Center and Information Technology (I&T). Outside of CN, the role communicates with customers.
Employees Supervised/Organizational Structure
The Domestic Customer Experience Coordinator reports to the Assistant Manager, Domestic Customer Experience and has no supervisory responsibility.
About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.